TA DIGITAL
Analisis pengaruh kualitas layanan terhadap citra perusahaan pada PT. Jasa Raharja (Persero) Cabang Jawa Tengah
This research was conducted to determine the influence of service quality to company image at PT Jasa Raharja (Persero) Cabang Jawa Tengah. The problems are people who have never interacted, tend the negative perception, while those who have interacted, give the positive perception. People's perception and understanding of insurance services and benefits provided the company is still far from expectations and desires of the community. The purposes of this research are to find out the influence of service quality to company image based on servqual dimensions, to find out the influence of each variables of servqual dimensions to the company image, and to find out the variables that most influence the company image. Analysis in this study uses multiple liniear regression. The population are people who received the payments of claim for damages a road traffic accident which totaled 92 people. The sample were taken 50 respondent by slovin formula and used purposive sampling.
The result showed that Y= 0.730 + 0.400X1 + 0.200X2 + 0.041X3 + 0.296X4 + 0.397X5. It means that there are significant simultaneously of service quality that affect the company’s image based on servqual dimensions. Each of servqual dimensions, only three variables that affect to the company’s image that is reliability, empathy, and tangible. The variables that most affect the company image is reliability.
Keywords: service quality, servqual dimensions, company image.
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